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In Menu, you can create different menus such as a main menu that callers hear when they reach a callflow. When you are adding a callflow, you can add the Menu action and configure the settings. Alternatively, you can you can create the menu first and then apply it to an existing callflow from Callflow > Callflows > Add Callflow > Actions > Basic > Menu.

Creating a menu

  1. Go to Callflows > Menu.
  2. From the left-hand navigation, click Add.
  3. Enter a name for the menu and enter a "Prompt Record PIN" that callers can use if they want to record their own greeting.
  4. Check the box "Allow caller to dial extensions" if you want to allow the caller to bypass the menu and go directly to the extension they need if they know it.
  5. Select a greeting message from the dropdown menu or create a new greeting.
  6. In the Advanced menu, you can add whitelists (allowed numbers), blacklists (blocked numbers), and ringing timeout options. See Virtual Reception Advanced Settings.
  7. Save your changes.

Virtual reception advanced settings

After you set up the virtual receptionist in SmartPBX > Incoming Call Handling, you can configure more advanced settings as follows:

  1. Go to Callflows > Menu.
  2. Click the “MainOpenHoursMenu” from the list of callflows on the left.
  3. Go to the “Advanced" tab and click Options.

  4. Check the options as required.

    • Number of retries on misdial – Number of allowed retries if the caller misdials – if you are using the default action in the virtual receptionist, you will need to set this to 0
    • Timeout for dialing(s) – Number of seconds it takes to transfer the caller to the default action
    • Interdigit timeout(s) – Number of seconds to wait after a digit has been pressed, before considering the entry complete
    • Extension number length – Number of digits allowed for your extensions and pin numbers. Minimum digits allowed is 4
    • Allow outside recording – If checked, you can record this greeting from any number outside our organization. You will need the pin number to record
    • Suppress playing of invalid entry – Check this if you are using the default option in the virtual receptionist. If not selected, an automated voice informs the caller that they have dialed an incorrect number and then the call is tranferred to the destination
  5. Click Save and the confirm the save.

  6. Click Return to Callflows.

Adding a menu to your callflow

  1. Add a callflow, see Setting up an advanced callflow.
  2. From the Basic actions, drag Menu across and place on top of the callflow box.
  3. Click Add a new menu, or choose an existing menu from the dropdown list.
  4. If the recording was saved already, you can choose this from the menu in Edit menu options. callflows menu
  5. If you are adding a new menu, you can upload your greeting either with an .mp3 file, using text-to-speech (TTS). If you leave the setting as "not set", then you can record the greeting when you first dial in. For more information about recording greetings, see Recording media using phone.
  6. Drag and drop the next feature from the Actions menu, such as user, ring group, device, and so on.


    It is often better to drag a Ring Group instead of a User even if that ring group only has one user. A ring group enables you to add more users or swap users without removing the call flow and recreating it again.

  7. Choose the dial options to direct the caller appropriately. For example "dial 1 for sales", "dial 2 for support", and so on. The default action determines what happens if a caller does not press anything.


  8. Save your changes.

Recording media using phone

To record media on your phone, first set up a callflow for the number and give it a label with the name of the greeting or recording. Then make the recording by dialling the number associated with the callflow.

To setup the callflow for the recording:

  1. Log into
  2. Click the apps icon at the top right of the screen.
  3. Go to the Callflows app, click Callflows > Callflows.
  4. You can amend what happens when a number or extension is dialed.
  5. Click Add Callflow.
  6. Click to add number and give the call flow an extension number or DDI. This will be the number you’ll call to do the recording after it’s all set up.
  7. Edit the name of the callflow to find it easily, in the example it's called "New Recording".


  8. From the Actions, drag and drop "Menu" and place on top of the call flow “New recording”.


  9. Click Add a new menu.


  10. Enter a name for the menu and a PIN (to be used when recording audio).

  11. Leave greeting to -Not set-.


  12. Go to Advanced > Options and check the box to "Allow outside recording" and click Save.


  13. Click Save changes on the call flow.

To record the voice message on the phone:

  1. Dial the extension or the DDI assigned.
  2. Enter pin 1234, and the system will guide you to record the message.
  3. The media you've recorded will be available when you are selecting options for incoming call handling.